Response Templates

Response templates allow you to create reusable email templates that can be quickly inserted when composing emails. This ensures consistent communication and saves time when sending similar messages.

What are Response Templates?

Response templates are pre-written email content that can include:

• Standard greetings and closings
• Common responses to frequently asked questions
• Case-specific information using dynamic fields
• Formatted content with HTML

Templates can be created and managed by administrators for each case type, and are available when composing emails from within cases.

Using Response Templates

Selecting a Template

When composing an email from a case:

1. Open the case you want to send an email from
2. Navigate to the Conversations tab
3. Click to compose a new email
4. In the email composition window, you’ll see a dropdown or list of available templates
5. Select the template you want to use
6. The template content will be inserted into your email body

Customizing Template Content

After selecting a template:

• You can edit the template content before sending
• Add or remove recipients
• Modify the subject line if needed
• Add attachments
• Make any other necessary changes

Template Variables

Some templates may include dynamic fields that automatically populate with case information, such as:

• Case number or ID
• Case title
• Customer name
• Status information
• Custom case fields

These fields are automatically filled in when you select the template, but you can edit them if needed.

Best Practices

When to Use Templates

• Standard Responses - Use templates for common replies that follow a consistent format
• Frequent Communications - Create templates for emails you send regularly
• Team Consistency - Templates help ensure all team members use the same language and format

Template Management

• Templates are managed by administrators at the case type level
• If you need a new template, contact your administrator
• Templates can be set as default templates, which will be automatically selected when composing emails

Customizing Templates

• Always review template content before sending
• Personalize templates with specific details relevant to the case
• Ensure the template is appropriate for the current situation
• Don’t hesitate to modify templates if the situation requires it

Template Wrappers

Some templates may use “wrappers” - these are templates that provide a consistent header and footer around your email content. This ensures all emails have a professional, branded appearance.

When using a template with a wrapper:

• The wrapper provides the overall email structure
• Your template content fills in the main body area
• Headers, footers, and styling are consistent across all emails

Tips for Using Templates

• Review before sending - Always read through the template content to ensure it’s appropriate
• Personalize - Add specific details that make the email relevant to the recipient
• Check recipients - Verify that all necessary recipients are included
• Add context - Include any additional information that might be helpful
• Use attachments - Attach relevant documents when needed